Shipping & Returns

Shipping Methods & Carriers

We deliver packages via United Parcel Service, Inc. (UPS) and United States Postal Service (USPS). For packages shipped within the United States, you can select UPS Ground Residential, UPS 3-Day Select, UPS 2nd Day Air, UPS Next Day Air, and USPS Priority Mail. The only delivery method we offer for International Shipments is Priority Mail International. Please contact us if you are interested in having an international order shipped by an alternate method.

Shipping Charges

Our shipping rates are determined by the weight of your package, and include insurance and a small handling fee ($3 or less, except on specially marked items). Our minimum shipping charge is $6.55, except in the case of Free Shipping promotions / coupon codes (for which certain restrictions apply). If you don't get both Priority Mail and UPS options when you check out (for U.S. orders), please re-check the address and zip code you entered. If your address is entered correctly, either the UPS or USPS web site may be down (try again later if you don't see the option you want), or call us at 1-877-WE-ROCK-U (1-877-937-6258).

When you process an order with our shopping cart, you agree to pay the shipping charges that are displayed for the option you choose. Choosing an invalid option (such as Will Call when you won't be picking your package up at our store) will postpone fulfillment of your order. Shipping charges are non-refundable, except in cases of defective or inaccurately described merchandise.

We understand that there may be times when it might be inconvenient to sign for your order when it is delivered. Unfortunately, because the packages we ship are insured, we cannot mark packages "no signature required." In most cases, your delivery person will decide whether to leave the package if a safe area is available outside your house. We recommend leaving a note at your mailbox or front door on the expected delivery day, asking the driver to do so.

If shipping charges seem excessive (especially on very small and international packages), call us before placing your order at 1-877-WE ROCK U (1-877-937-6258), (505-266-8443 for international calls) or email us to make inquiries. We're happy to work with you and may be able to make alternative shipping arrangements. Be sure you let us know which item(s) you want, as well as the shipping address (including a postal code, if you have one).

Tracking Your Package

If we receive a correct email address with your order, you will receive a tracking number for your package when it is shipped. For UPS packages, go to UPS.com to track your order; an estimated delivery date will be given. For Priority Mail or USPS International packages, go to USPS.com to track your order; USPS updates their records very rarely, and often no tracking information is available until after the package has been delivered.

Store Pickup (Will Call) / Pay in Store

If you would like to pick your order up at our Albuquerque store (and pay no shipping charges), choose the Albuquerque Store Pickup  option on the Checkout page.

If you would like to pay for your order in the store when you pick it up, please select "Check" as your payment method on the Checkout page. (You may still pay by credit card or cash when you pick up, if you like.)

For Albuquerque store pickup, please allow 24 hours.  

When you come to pick up your order, be sure to bring a copy of your email order confirmation and, if you are paying in store, your credit card, checkbook or cash, and identification.

Turnaround Time

Ordinary Turnaround Times: We ship within 1 to 3 business days of receiving your order, on Mondays through Fridays before 3:00 p.m. Mountain Time. The estimated turnaround times for domestic deliveries are:

• UPS Ground Residential: 4 to 7 business days
• UPS 3 Day Select: 3 days
• UPS 2nd Day Air: 2 days
• UPS Next Day Air: 1 day (by noon)
• UPS Next Day Air Saver: 1 day (by end of day)
• USPS Priority Mail: 2 to 7 days

The estimated turnaround time for international deliveries is:

• Priority Mail International: 7 to 14 days, but can be longer.

Sorry, but we cannot guarantee delivery times once the package has left our store. For UPS air options, we will refund your shipping charges (minus handling) if a package is delivered late and you contact us within one day of the package's original delivery date. For Priority Mail, there is no recourse for packages that are misrouted and/or delivered later than expected (the Postal Service does not guarantee delivery times). We do guarantee that you will be happy with our in-house turnaround time.

Delays in Shipping

A delay in shipping is usually the result of an incorrect address or credit card number. Please make every effort to include your correct, most current address when filling out the form, and check back over your entry for mistakes before you submit your order.

On the off chance that something you've ordered isn't in stock, we'll contact you immediately. You'll be able to choose whether you want to wait until the item you've ordered comes in or choose another, similar item. Please rest assured that will never substitute another item without your approval.

International Orders

We ship internationally but screen our overseas orders diligently for fraudulent credit card use. All international orders are shipped via Priority Mail International, and are fully insured with the full value declared on the package.

Shipping to other countries is typically expensive and could take from 4 – 40 days, depending on the delivery option you select and the country to which the order is being sent. Be aware that most countries prohibit or restrict the importation of certain items. We will not be able to ship you any prohibited or restricted products. Many countries also charge customs duties, tariffs, and fees, which are usually payable before or upon delivery of your order. You are entirely responsible for such charges, which can be very costly. Contact your local Post Office or Customs Authorities for information about their policies. We do not give refunds on any items purchased or shipping and handling charges if you refuse to pay duties, tariffs, or other fees.

Delivery to Canada

Canada charges customs duties, tariffs, and fees, which are usually payable before or upon delivery of your order. You are entirely responsible for such charges, which can be costly. Contact your local Post Office or Customs Authorities for information about their policies. We do not give refunds on any items purchased or shipping and handling charges if you refuse to pay duties, tariffs, or other fees.

Shipping to Canada may pose some problems (e.g., high customs duties and fees, delays in delivery). For best results, select USPS Global Express Mail as your shipping option.

What's up with this shipping box???

We love Mother Earth -- without her, we couldn't exist! To help her out a little, we often reuse boxes and packing material when we prepare your package for shipping. These may be boxes that we received stock in, our employees brought in from home, or we scrounged from the recycling of other businesses near us. They may be marked up or have other companies' names on them, but we figure it probably doesn't matter much to you, anyway. The newspaper we use for packing material is often from exotic places like Asia, the Middle East, and Albuquerque! (Because we order product from these places.) We never buy styrofoam, so if you find any in your package, it's reused. Please, whenever possible, recycle these materials at your local facilities, or reuse them. Mama appreciates it!

Returns

If you're not happy with your order for any reason at all, please contact us to make arrangements for a return. We'll refund you for the items you choose not to keep. If an item is defective, we'll also refund your shipping charges. We make every effort to choose the very finest items for our customers but realize that tastes differ. Please feel free to include any special requests you may have (color, shape, design, special delivery instructions, etc.) in the "Special Instructions" section on the order form. If you prefer, call us toll-free at 1-877-WE ROCK U (1-877-937-6258) to talk to us personally.

The following conditions apply for a return:

• Merchandise may be returned within 21 days of receipt.
• Goods must be returned in the condition in which they were received.
• Returns must be in their original packaging.
• The purchaser is responsible for all postage costs related to a return, except in cases involving defective equipment. We recommend that you use a trackable shipping method and keep your tracking number until we confirm that we have received your return.
• We do not accept returns on rough rock that is fractured or broken during knapping, cutting, or polishing of the stone.
• We do not give refunds on merchandise or the shipping and handling charges for international orders (including Canada) if you refuse to pay duties, tariffs, or other fees. It's your responsibility to contact local Post Office or Customs Authorities before you place your order to find out what such charges might be.

If you paid for your purchase with a credit card, a credit for your return will be applied to the same card, usually within 48 hours. You'll have to contact your credit card company to find out how long it will take for the credit to be posted to your account.

If you paid for your purchase with via PayPal, a credit for your return will be applied to your PayPal account, usually within 48 hours.

If you paid for your merchandise with a check or money order, you will receive store credit, unless you contact us in advance to request a refund check.

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